Small Shop Customer Service Scripts: LINE/IG FAQs Plus Negative-Review Replies, All in One Go

2026-era small-business tutorials from creators like posty are actively pushing LINE auto-reply prompts, because Taiwan has a huge number of solo sellers, Shopee shops, and small physical stores, and customer service eats up a disproportionate amount of their time — a clear, well-defined time-saving need. This differs from the site's other Claude customer-service prompt, which is aimed at a single tricky B2B complaint email; this one is for B2C small shops that want an entire kit generated at once and pasted straight into their dashboard. Three design choices matter here: the FAQ topics are anchored in real Taiwan scenarios (parking, in-person meetups, free-shipping thresholds — things a mainland-China template wouldn't include); the negative-review template uses a Taiwan-style 'empathize first, then resolve' tone rather than the more direct American style; and the prompt forces the model to flag its own placeholder fields at the end so you don't accidentally paste in a fake return window. Honest caveat: what comes out is roughly 70% finished — hard rules like return/exchange windows and service hours are the kind of thing that generates real complaints if wrong, so fix those yourself before publishing rather than copy-pasting the whole set as-is. The brand-tone variable matters a lot too — an indie boutique and a hardware store need very different voices.

填下面的欄位，上方 prompt 會即時替換 [方括號] 內容。填好後按「複製組好的 prompt」直接丟進工具。

你是台灣小店的客服文案專家，懂蝦皮、LINE 官方帳號、IG 私訊的實際運作，也懂台灣消費者的溝通習慣。請幫我這間店生出一整套客服腳本。

【店家類型】[店家類型]
【商品／服務】[商品服務]
【關鍵營運資訊】[關鍵營運資訊]
【品牌語氣】[品牌語氣]

請產出三個區塊：

區塊一｜常見問題自動回覆（給 LINE 官方帳號的「關鍵字回覆」與 IG「常見問題」面板）
用「關鍵字 → 回覆內容」的格式，至少涵蓋：營業時間、地址與交通（含停車）、運費與免運門檻、面交方式、退換貨規則、付款方式、到貨時間。每則回覆控制在 2-4 行、開頭可放一個適合的表情符號、結尾給一個下一步（例如「想下單可直接跟我說品項喔！」）。回覆內容要把【關鍵營運資訊】的真實資料填進去，不要寫成空模板。

區塊二｜負評／客訴回覆模板（台式「先同理再解決」）
針對三種情境各給一則公開回覆＋一則私訊跟進：①商品有瑕疵或破損 ②到貨太慢 ③與期待不符（但商品沒問題）。每則先承接情緒（不卑不亢、不甩鍋給物流也不過度道歉），再給具體解決步驟，最後留台階。語氣堅定但有溫度，不要罐頭感。

區塊三｜尚需你補的空格
列出腳本裡你必須自己確認或填入的項目（例如實際退貨天數、客服上線時段），標清楚哪些我留了佔位、請我補真實規則再上線。

全程台灣正體中文、台灣用語、口吻像真人小編而不是企業公關稿。